We asked whether HMRC provides customers with information on expected call waiting times. It said it provides this information on many of its helplines, but the information is limited to the average call waiting time from the previous day rather than a current waiting time. HMRC explained this was another limitation of its telephone platform.12 4 Customer service, paras 3, 12 5 Customer service, para 1.5 6 Report on 2023–24 Accounts, para 8; Customer service, para 4 7 HMRC Customer Service an...

We asked whether HMRC provides customers with information on expected call waiting times. It said it provides this information on many of its helplines, but the information is limited to the average call waiting time from the previous day rather than a current waiting time. HMRC explained this was another limitation of its telephone platform.12 4 Customer service, paras 3, 12 5 Customer service, para 1.5 6 Report on 2023–24 Accounts, para 8; Customer service, para 4 7 HMRC Customer Service and Accounts 2023–24 - Written evidence - Committees - UK Parliament 8 Customer service, para 1.9 9 Q 51 10 Q 54 11 Q 58 12 Qq 57, 67-68 8 Resources for me Type: conclusion | Number: 7 | Response status: not_addressed Government response: The government agrees with the Committee’s recommendation. Target implementation date: March 2027 1.12 HMRC already - gives customers an indication of likely wait time on some helplines and is actively exploring the use of call backs using their current service. T